Sep <var data-var='date'>11</var>, <var data-var='time'>08:36</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'>10</var>, <var data-var='time'>20:57</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Sep <var data-var='date'>10</var>, <var data-var='time'>20:33</var> UTC Update - We are currently deploying a fix for this issue Sep <var data-var='date'>10</var>, <var data-var='time'>20:08</var> UTC Update - We are currently deploying a fix for this issue Sep <var data-var='date'>10</var>, <var data-var='time'>19:40</var> UTC Update - We are continuing to work on a fix for this issue. Sep <var data-var='date'>10</var>, <var data-var='time'>19:08</var> UTC Identified - The issue has been identified and a fix is being implemented. Sep <var data-var='date'>10</var>, <var data-var='time'>18:36</var> UTC Update - We are continuing to investigate this issue. Sep <var data-var='date'>10</var>, <var data-var='time'>18:07</var> UTC Update - We are continuing to investigate this issue. Sep <var data-var='date'>10</var>, <var data-var='time'>17:35</var> UTC Update - We are continuing to investigate this issue. Sep <var data-var='date'>10</var>, <var data-var='time'>16:47</var> UTC Update - We are continuing to investigate this issue. Sep <var data-var='date'>10</var>, <var data-var='time'>15:56</var> UTC Update - We are continuing to investigate this issue. Sep <var data-var='date'>10</var>, <var data-var='time'>15:14</var> UTC Investigating - We are currently investigating this issue.

Cloud Connection Issues

Aug <var data-var='date'>21</var>, <var data-var='time'>08:17</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>20</var>, <var data-var='time'>19:04</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>20</var>, <var data-var='time'>18:34</var> UTC Identified - Customers may experience issues making cloud connections. We are working on this issue. We apologise for any inconvenience caused.

Cloud Connection Delays

Aug <var data-var='date'>20</var>, <var data-var='time'>08:16</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>19</var>, <var data-var='time'>18:13</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>19</var>, <var data-var='time'>17:42</var> UTC Identified - We have identified an issue that is causing some users to see incorrect status and usage, We are in the process of implementing a fix for this Aug <var data-var='date'>19</var>, <var data-var='time'>14:50</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>19</var>, <var data-var='time'>14:48</var> UTC Identified - The issue has been identified and a fix is being implemented. Aug <var data-var='date'>19</var>, <var data-var='time'>14:47</var> UTC Investigating - We are aware of an issue with cloud connectivity affecting a small number of customers. We are currently looking into the cause of this issue.

Aug <var data-var='date'>14</var>, <var data-var='time'>07:11</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>13</var>, <var data-var='time'>14:09</var> UTC Monitoring - A fix has been implemented and we are monitoring the results

Cloud Connectivity and Portal Issues

Aug <var data-var='date'>13</var>, <var data-var='time'>13:59</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>13</var>, <var data-var='time'>13:13</var> UTC Identified - The cause of the issue has been identified and we are currently rolling out a fix.

Aug <var data-var='date'> 6</var>, <var data-var='time'>08:54</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'> 5</var>, <var data-var='time'>16:37</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'> 5</var>, <var data-var='time'>15:31</var> UTC Identified - The cause of the issue has now been identified and we are currently rolling out a fix. Aug <var data-var='date'> 5</var>, <var data-var='time'>14:19</var> UTC Update - We are continuing to investigate this issue. Aug <var data-var='date'> 5</var>, <var data-var='time'>14:16</var> UTC Update - We are continuing to investigate this issue. Aug <var data-var='date'> 5</var>, <var data-var='time'>14:15</var> UTC Investigating - We are aware of an issue with cloud connectivity and the management portal and we are currently investigating

Cloud connectivity and Portal issues

Jul <var data-var='date'>15</var>, <var data-var='time'>09:53</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'>14</var>, <var data-var='time'>19:56</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>14</var>, <var data-var='time'>18:56</var> UTC Identified - We are aware of an issue with cloud connectivity affecting a small number of customers. The issue has been identified and a fix is being implemented.

May <var data-var='date'>28</var>, <var data-var='time'>15:21</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>28</var>, <var data-var='time'>10:43</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>28</var>, <var data-var='time'>09:55</var> UTC Identified - The issue has been identified and a fix is being implemented. May <var data-var='date'>28</var>, <var data-var='time'>09:55</var> UTC Investigating - We are currently investigating an issue where some users are unable to login to the RealVNC Connect Portal.

Some logins via the RealVNC Connect Portal may fail

Nov <var data-var='date'>19</var>, <var data-var='time'>08:19</var> UTC Resolved - This incident has been resolved. Nov <var data-var='date'>18</var>, <var data-var='time'>14:51</var> UTC Monitoring - Cloudflare have implemented a fix and the incident appears to be resolved. We are continuing to monitor. Nov <var data-var='date'>18</var>, <var data-var='time'>14:11</var> UTC Identified - Cloudflare have identified the issue and are fixing the affected components. Nov <var data-var='date'>18</var>, <var data-var='time'>12:08</var> UTC Update - We are continuing to investigate this issue. Nov <var data-var='date'>18</var>, <var data-var='time'>12:04</var> UTC Update - We are continuing to investigate this issue. Nov <var data-var='date'>18</var>, <var data-var='time'>12:04</var> UTC Investigating - One of our 3rd party providers (Cloudflare) is currently experiencing a network incident which has affected access to the RealVNC website and RealVNC Connect management portals. We will provide more details as information becomes available.

Incident with Cloudflare

Oct <var data-var='date'>21</var>, <var data-var='time'>16:19</var> UTC Resolved - The impacted services are fully operational. Oct <var data-var='date'>21</var>, <var data-var='time'>16:03</var> UTC Monitoring - We are monitoring the impacted services Oct <var data-var='date'>21</var>, <var data-var='time'>15:38</var> UTC Update - A fix has been deployed and services are normalising Oct <var data-var='date'>21</var>, <var data-var='time'>15:31</var> UTC Identified - We have identified the issue and are working on a fix

Issue identified with the RealVNC Connect Connectivity and Team Management services

Jul <var data-var='date'> 9</var>, <var data-var='time'>14:00</var> UTC Completed - The scheduled maintenance has been completed. Jul <var data-var='date'> 9</var>, <var data-var='time'>10:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'> 8</var>, <var data-var='time'>12:00</var> UTC Scheduled - We are carrying out some essential maintenance in one of our data centres on Wednesday 9th July. We don't expect services to be impacted but https://manage.realvnc.com, https://manage.developer.realvnc.com, https://www.realvnc.help and the gateway API may be unavailable for a short time (less than 15 minutes) between 1000UTC (0300PDT/0600EDT) and 1400UTC (0700PDT/1000EDT). Connectivity services will be unaffected. Apologies for any inconvenience caused.

Essential Maintenance

Jul <var data-var='date'> 2</var>, <var data-var='time'>16:26</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'> 2</var>, <var data-var='time'>15:43</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'> 2</var>, <var data-var='time'>11:24</var> UTC Update - We are continuing to investigate this issue. Jul <var data-var='date'> 2</var>, <var data-var='time'>11:23</var> UTC Update - We are continuing to investigate this issue. Jul <var data-var='date'> 2</var>, <var data-var='time'>11:21</var> UTC Investigating - The RealVNC Connect portal website is currently unavailable. We are investigating the issue.

RealVNC Portal inaccessible

Jun <var data-var='date'>30</var>, <var data-var='time'>16:00</var> UTC Completed - The scheduled maintenance has been completed. Jun <var data-var='date'>30</var>, <var data-var='time'>06:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>20</var>, <var data-var='time'>13:24</var> UTC Scheduled - We will be performing essential network maintenance in our US Virginia datacenter on Monday 30th June 0600UTC - 1600UTC (11PM - 9AM PST, 2AM - 12PM EST). During this time, some customers may experience slightly longer connection times and some additional connection latency.

Essential Network Maintenance

Jun <var data-var='date'> 3</var>, <var data-var='time'>10:20</var> UTC Resolved - This incident has been resolved. If you don't see all devices in your team, you may need to sign out and sign back in to RealVNC Viewer. We apologise sincerely for any inconvenience caused. Jun <var data-var='date'> 2</var>, <var data-var='time'>18:02</var> UTC Monitoring - We have restored data for teams affected by this issue and are monitoring. Please contact support if you experience further issues with your RealVNC Connect team. Jun <var data-var='date'> 2</var>, <var data-var='time'>13:37</var> UTC Update - We are restoring data for the teams affected by this issue. Jun <var data-var='date'> 2</var>, <var data-var='time'>10:17</var> UTC Identified - The issue has been identified and we are working on a resolution. We apologise sincerely for any inconvenience cause. Jun <var data-var='date'> 2</var>, <var data-var='time'>09:07</var> UTC Investigating - Users may experience devices missing from their RealVNC Connect team. We are investigating this issue and are working on a resolution as a matter of priority.

Devices missing from RealVNC Connect teams

Jun <var data-var='date'> 1</var>, <var data-var='time'>11:00</var> UTC Completed - The scheduled maintenance has been completed. Jun <var data-var='date'> 1</var>, <var data-var='time'>06:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>16</var>, <var data-var='time'>14:38</var> UTC Scheduled - RealVNC will be performing essential maintenance on our service database clusters on Sunday 1 June between 6:00 and 11:00 UTC. During this period, data may appear as inconsistent which could lead to servers not appearing in your team, team members not appearing, users being signed out or cloud connections failing. If you experience this issue please try the action again.

Essential Database Maintenance

May <var data-var='date'>19</var>, <var data-var='time'>15:08</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>12</var>, <var data-var='time'>14:27</var> UTC Monitoring - A fix has been implemented and we're monitoring the results May <var data-var='date'>12</var>, <var data-var='time'>12:57</var> UTC Investigating - Some customers may experience an intermittent issue where the card payment form on the payment page does not load correctly. We are investigating the issue but until we have resolved the issue, customers are advised to reload the page which should resolve the issue. We apologise for any inconvenience caused.

Card payment form not loading correctly

Mar <var data-var='date'>28</var>, <var data-var='time'>09:31</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'>26</var>, <var data-var='time'>16:14</var> UTC Monitoring - A fix has been applied to the affected customers and we are continuing to monitor the results. Mar <var data-var='date'>26</var>, <var data-var='time'>09:22</var> UTC Identified - The issue has been identified and a fix is being implemented Mar <var data-var='date'>21</var>, <var data-var='time'>11:11</var> UTC Investigating - A small number of customers may experience missing devices in their cloud team. While we work on resolving this issue, please try signing out of RealVNC Viewer and signing in again.

Small number of customers may not see all cloud-joined devices

Mar <var data-var='date'>13</var>, <var data-var='time'>18:36</var> UTC Completed - The maintenance has been completed successfully Mar <var data-var='date'>13</var>, <var data-var='time'>14:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>20</var>, <var data-var='time'>12:42</var> UTC Scheduled - We will be performing essential maintenance in our US East coast datacenter from Thursday March 13th 0900EST (1400UTC, 0600PST) until Friday March 14th 1600EST (2100UTC, 1300PST). During this time there will be several short periods where some customers may experience slightly longer connection times and some additional connection latency.

Mar <var data-var='date'>10</var>, <var data-var='time'>20:32</var> UTC Completed - The scheduled maintenance has been completed. Mar <var data-var='date'>10</var>, <var data-var='time'>17:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>20</var>, <var data-var='time'>12:41</var> UTC Scheduled - We will be performing essential maintenance in our US West coast datacenter from Monday March 10th 0900PST (1700UTC, 1200EST) until Tuesday March 11th 1600PST (0000UTC, 1900EST). During this time there will be several short periods where some customers may experience slightly longer connection times and some additional connection latency.

Feb <var data-var='date'>26</var>, <var data-var='time'>17:00</var> UTC Completed - The scheduled maintenance has been completed. Feb <var data-var='date'>26</var>, <var data-var='time'>12:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>17</var>, <var data-var='time'>11:34</var> UTC Scheduled - We will be performing essential maintenance in our UK datacenter on Wednesday 26th Feb 1200UTC - 1700UTC (4AM - 9AM PST, 7AM - 12PM EST). During this time, some customers may experience slightly longer connection times and some additional connection latency.

Feb <var data-var='date'>11</var>, <var data-var='time'>14:46</var> UTC Resolved - The incident has been resolved. Apologies for any inconvenience caused. Feb <var data-var='date'>11</var>, <var data-var='time'>11:42</var> UTC Monitoring - Services are back to normal operations. We are monitoring the status. Feb <var data-var='date'>11</var>, <var data-var='time'>11:25</var> UTC Identified - The issue has been identified and a fix deployed. Services are returning to normal operations. Feb <var data-var='date'>11</var>, <var data-var='time'>11:23</var> UTC Investigating - Some customers may experience issues with RealVNC cloud services, such as : problems signing into the RealVNC portal, team management, connecting to their cloud joined servers, accessing API services. We are investigating the issue as a matter of priority.

RealVNC Cloud services issues

Nov <var data-var='date'>28</var>, <var data-var='time'>11:32</var> UTC Resolved - This incident has been resolved. Nov <var data-var='date'>28</var>, <var data-var='time'>10:11</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Nov <var data-var='date'>28</var>, <var data-var='time'>09:49</var> UTC Identified - The issue has been identified and a fix is being implemented. Nov <var data-var='date'>28</var>, <var data-var='time'>09:48</var> UTC Investigating - We are experiencing issues with purchasing, billing, renewals and service provisioning. We are working with our service partner to resolve this issue.

Issue with Subscription Management and Billing

Nov <var data-var='date'>19</var>, <var data-var='time'>18:09</var> UTC Resolved - This incident has been resolved. We apologise for any inconvenience caused. Nov <var data-var='date'>19</var>, <var data-var='time'>11:30</var> UTC Monitoring - A fix has been identified and a fix has been implemented. We are continuing to monitor. Nov <var data-var='date'>19</var>, <var data-var='time'>11:29</var> UTC Identified - The issue has been identified and we are working on a fix Nov <var data-var='date'>12</var>, <var data-var='time'>13:11</var> UTC Investigating - We are aware that a small number of users are not receiving emails such as team invitations. We are investigating. As a workaround, if you have been invited to a RealVNC Connect team, please sign up for a RealVNC account in the RealVNC Connect portal (https://manage.realvnc.com) using the email address your administrator invited to the team, and accept the invite from the Profile page.

Some users not receiving emails from RealVNC systems

Sep <var data-var='date'>19</var>, <var data-var='time'>08:19</var> UTC Resolved - The issue has been identified. The root cause is a change to EntraID tokens made by Microsoft which is incompatible with older versions of RealVNC Viewer (versions prior to 7.11.0). Customers are advised to upgrade to the latest version of RealVNC Viewer. Sep <var data-var='date'>17</var>, <var data-var='time'>09:42</var> UTC Identified - The issue has been identified and we are continuing to work on a resolution. The recommended workaround for the time being is to upgrade VNC Viewer to 7.12.1. Sep <var data-var='date'>17</var>, <var data-var='time'>08:04</var> UTC Update - We are continuing to investigate the cause of this SSO issue which is affecting some customers. Sep <var data-var='date'>17</var>, <var data-var='time'>07:43</var> UTC Investigating - We are continuing to investigate the cause of this SSO issue which is affecting some customers. Sep <var data-var='date'>16</var>, <var data-var='time'>14:18</var> UTC Monitoring - A fix has been implemented and we are monitoring. Sep <var data-var='date'>16</var>, <var data-var='time'>14:16</var> UTC Update - We are continuing to work on a fix for this issue. Sep <var data-var='date'>16</var>, <var data-var='time'>12:19</var> UTC Identified - The issue has been identified and a fix has been deployed. Please try signing in again. Sep <var data-var='date'>16</var>, <var data-var='time'>10:04</var> UTC Investigating - We are currently investigating the issue.

Intermittent issues signing in with EntraID Single Sign-On

Jul <var data-var='date'>12</var>, <var data-var='time'>08:00</var> UTC Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>12</var>, <var data-var='time'>07:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>11</var>, <var data-var='time'>16:11</var> UTC Scheduled - One of our network partners is performing essential network maintenance on Friday 12th July. https://manage.realvnc.com and https://manage.developer.realvnc.com will be unavailable for a short time (less than 15 minutes) between 0700UTC (0000PDT/0300EDT) and 0800UTC (0100PDT/0400EDT). Connectivity services will be unaffected. Apologies for any inconvenience caused. https://www.realvnc.help will also be unavailable at this time.

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